Complaints

• Initial Complaint

  12/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Deceptive - False Advertising They continue to advertise that all items are on sale on their website and that the discount would automatically be applied at checkout. They sent out emails which state the same. However on multiple occasions I went to purchase a Department 56 collectible item and it's not discounted. When I've questioned the store, I have been told that Department 56 items are excluded and they would tell marketing. Nowhere on their website does it list any exclusions and they have advertised this way multiple times.

  Customer response

  12/29/2024

  They are now advertising on ******** with links to shop at 40% their entire website. The discount is still not applying to Department 56 items.  False Advertising 

  Thank you.  

  Customer response

  12/29/2024

  They are now advertising on ******** with links to shop at 40% their entire website. The discount is still not applying to Department 56 items.  False Advertising 

  Thank you.  

  Business response

  01/23/2025

  Dear BBB Representative and *****,
  Thank you for reaching out regarding this matter.
  We would like to confirm that all of our promotional emails include a disclaimer stating that Department 56 items are excluded from sales. (Which has been attached for reference) However, when the customer, *****, called to express her concerns, we acknowledged that the website at the time did not reflect the same disclaimer, but that our emails did. We apologized for this oversight, explaining that it was a human error, and assured her that we would immediately address it with our marketing team.
  Within minutes of her call, we updated the website to include the necessary disclaimer to prevent any future confusion. At The Christmas Palace, we take great pride in our 30+ years of business, during which we have prioritized transparency and customer satisfaction as our core values.
  If ***** or the BBB has any additional questions or requires further assistance, I am more than happy to help. Please feel free to reach out to me directly.
  Sincerely,
  ****** ********
  Ecommerce Manager
  The Christmas Palace
  Email: ***********************************************************************
  Phone: ********************
  

  Customer response

  02/05/2025

  Hello,

  Their response is less than truthful.  We started contacting them in September about the deceptive advertising. They took no responsibility or attempts to fix the "error" until I filed this complaint. They continued to post ads on ******** even after my complaint.  

  Bottom line is as long as they advertise accurately, that corrects the issue.

  Thank you.

  Customer response

  02/05/2025

   
  Complaint: 22740075
  
  I am rejecting this response because:

  Their response is less than truthful.  We started contacting them in September about the deceptive advertising. They took no responsibility or attempts to fix the "error" until I filed this complaint. They continued to post ads on ******** even after my complaint.  

  Bottom line is as long as they advertise accurately, that corrects the issue.

  Thank you.

  
  
  Sincerely,
  
  ***** *******

  Business response

  02/05/2025

  Dear ***** & the BBB,
  

  Thank you for taking the time to review our response. We sincerely regret any confusion or frustration you experienced regarding the promotional offer. As we mentioned in our initial response, while our promotional emails did contain the disclaimer regarding Department 56 exclusions, we acknowledge that our website at the time did not reflect this same information. This was an unintentional oversight, and as soon as you brought it to our attention, we immediately corrected it to ensure clarity for all customers moving forward.

  
  At **********************, we strive to provide a transparent and positive shopping experience, and we truly value our customers' feedback. We understand that this situation may have caused frustration, and we apologize for any inconvenience it may have caused you. Please know that we are always happy to work with our customers to find solutions that align with our policies while maintaining fairness to all.
  If there is anything further we can do to address your concerns, please feel free to reach out.

  We appreciate your time and the opportunity to improve, and we hope to continue serving you in the future.

  Thank you, 

  The Christmas Palace

  Business response

  02/05/2025

  Hello BBB,

  Thank you for the opportunity to address this matter and for the valuable service you provide in mediating between businesses and customers.
  

  We understand the customer's concerns and have taken immediate corrective action to ensure transparency moving forward. As we stated in our initial response, the promotional emails we sent did include a disclaimer stating that Department 56 items were excluded from the sale. However, we acknowledge that this disclaimer was not reflected on our website at the time, which was a human error on our part. As soon as the customer, *****, brought this to our attention, we promptly updated the website to correct the oversight.
  

  It is important to note that ***** never actually made a purchase from us, and at this point, we are unsure what resolution she is seeking. We are happy to continue working in good faith, but we would appreciate any guidance on the next steps regarding this matter.

  
  Please let us know how we should proceed. Thank you again for your time and assistance.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Purchase: December 16, 2023 I purchased a ribbon for total cost of $61.4" X 10YD Light Blue Ribbon With Gold Platinum Edge 1 The ribbon I received is not light blue but a teal color and does not match the other ribbon I am using for my project. I contacted the company immediately and I was informed that anything purchased after December 10 that was Christmas would not be refunded. First, this ribbon is not Christmas ribbon and second I read their website stating I had 30 days to return which I contacted them weeks before the 30 day deadline. They assume I wanted the ribbon that is not Christmas ribbon, for Christmas, I think this is very unfair and not a customer service fair practice to pull on customers. I do not think I should accept this unfair decision and assumption that it's a Christmas purchase for an item I cannot use. I am a senior citizen on a fixed income. I made this purchase on good faith that the company would be fair and reasonable if I should have an issue.

  Business response

  01/30/2024

  ****** at The Christmas Palace stated that the information on their return policy is as stated in the image below.

  

  The Christmas Palace is a seasonal business so any purchases made during the season of the Christmas (After DEC 10) are treated as final sale, so the consumer's order was not eligible for a return.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩